Troubleshooting UD-3000 and UD-3900 display “monitor blank” issues

The UD-3000 docking station features DisplayLink’s DL-3700 chipset and the UD-3900 features the DL-3900 chipset. In both, these chipsets manage the USB 3.0 graphics, audio output and Gigabit Ethernet functions. The associated drivers are installed automatically from Windows Update if an internet connection is present when the docking station is first connected to the PC(a drivers CD also comes in the box). In most cases setting up multiple monitors using the dock is a plug-and-play experience, but when there are issues and an external monitor simply will not display, the source of the problem can be hard to track down. This troubleshooting guide talks about some of the most likely causes for a “monitor blank” problem, specifically for when the monitor is connected through the DVI port on the back of the dock.

The list of symptoms outlines the most common problems we’ve seen, followed by troubleshooting steps that describes possible solutions applicable to these symptoms.

If the dock is connected to the computer via a USB3.0 port, verify that the machine’s USB 3.0 host controller driver is up to date. Driver download can usually be found from the computer manufacturer’s website. A simple test to narrow down the issue to a USB 3.0 specific problem is by connecting the dock to a USB 2.0 port on the machine instead.

Current host controller driver information can be found by opening Device Manager, right click on USB 3.0 Host Controller, Properties.

Driver version and provider info is listed under the Driver tab.

C. Is the recommended version of DisplayLink driver installed?

Current installed DisplayLInk driver version can be viewed in Add/Remove Programs (XP, Vista) or Programs and Features(Win 7), listed as “Display Link Core Software”. For up to date information on the currently recommended driver for this dock, please visitUSB 3.0 DisplayLink Drivers

As a best practice, it’s a good idea to reboot the machine after driver installation.

D. Is an external display adapter such as the included VGA to DVI connected to the dock?

Verify that all components are securely connected with all pins screwed in. Power cycle the dock by unpluging and repluging the power cord of the dock to reset connections. This will prompt the dock to poll for monitor EDID again.

When the dock detects a connection but monitor EDID is not being passed successfully, Windows Display Control Panel lists the monitor as “No Monitor”, and only the default screen resolutions are listed.

When using an additional display adapter, make sure to connect the adapter to the monitor cable first, before connecting the adapter to the dock. This will ensure that the dock can successfully poll monitor EDID on initial connection, avoiding communication issues that may arrise by connecting a loose adapter to the dock first. When possible, test by connecting the display to the dock using a DVI cable directly to narrow down the issue.

With some TV monitors, the display input mode needs to be manually changed by navigating through the menu system on the monitor in order for EDID to pass successfully.

E. Is Windows Display Control Panel configured to connect to the monitor?

Verify in Windows Display Control Panel that the monitor is set to Extend or Duplicate mode:

When a previously connected monitor was disconnected manually, Windows may cache the setting upon next connection. In these cases the monitor is displayed as Disconnected with Resolution and Orientation settings greyed out. Simply select the disconnected screen, and choose a different mode in the Multiple displays drop down to reconnect.

F. Is the DisplayLink service running?

Open Services by typing in services.msc in Start>search field(Win7, Vista) or Start>Run (XP). Verify that DisplayLinkManager service is Started, and has Startup Type set to Automatic.

The DisplayLinkManager service needs to be started in order for DisplayLink software and driver to function correctly. Right click on the service and select Start if it’s not already running, but if manually starting the service doesn’t work, it’s likely that an anti-virus security software on the machine is preventing the service from running. Disable the anti-virus or add DisplayLink as an exception.

For any further questions please contact us at support@plugable.com and we’ll be glad to help!